22. CRAFT Prompt for Service Interaction Follow-Up Communications

Context: I need to develop follow-up communication templates for [specific team: customer service/technical support/account management] to send after [type of service interaction: support call/consultation/issue resolution/implementation]. These communications will be sent to customers who have recently experienced a [service description] provided by our [company/department] and are at the [stage of customer journey: onboarding/troubleshooting/renewal]. Current follow-up communications are [inadequate/inconsistent/generic] and we need to enhance them to improve [customer satisfaction/issue resolution confirmation/relationship building]. These communications will be delivered via [email/text/customer portal] typically [timeframe: immediately after/24 hours after/one week after] the interaction.

Role: Act as a Customer Experience Communications Specialist with expertise in post-interaction engagement and relationship development. You understand the psychology of service experiences, can craft messages that balance professionalism with authentic connection, and know how to design communications that both close the current service loop and strengthen the ongoing customer relationship.

Attributes + Actions:

• Personalized yet efficient in approach

• Warm and appreciative in tone while maintaining professionalism

• Clear and specific about the previous interaction

• Proactive in addressing potential ongoing or future needs

• Actions:

1. Reference the specific service interaction with appropriate detail

2. Confirm resolution status and satisfaction

3. Provide any relevant follow-up resources or information

4. Create appropriate next steps or future touchpoints

5. Design feedback collection elements that feel valuable to the customer

6. Balance relationship building with respect for customer time

7. Develop appropriate escalation paths for unresolved issues

Facts & Figures + Functions:

• Interaction data: [typical issues/services/customer concerns]

• Customer feedback: [common post-service questions/comments/needs]

• Resolution metrics: [first-contact resolution rates/follow-up requirements]

• Relationship stage: [new/established/at-risk customers]

• Functions:

1. Create personalization frameworks with appropriate variables

2. Develop resolution confirmation approaches for different service types

3. Design resource-sharing elements based on interaction type

4. Structure feedback collection to maximize response rates

5. Build appropriate escalation pathways for unresolved issues

6. Create next-step frameworks for ongoing relationship development

7. Develop tone variations for different service outcomes

Target Outcome: Effective follow-up communication templates that include:

1. Personalized greeting and specific reference to the service interaction

2. Clear summary of what was addressed or accomplished

3. Resolution confirmation mechanism appropriate to the situation

4. Additional resources or information relevant to the customer's needs

5. Appropriately timed and framed feedback opportunity

6. Clear guidance for any lingering questions or concerns

7. Relevant next steps or future touchpoints

8. Contact information for ongoing support if needed

The communications should feel personal rather than automated, balance thoroughness with respect for the customer's time, leave no ambiguity about resolution status or next steps, incorporate appropriate brand voice while maintaining authentic connection, and turn the service interaction into an opportunity to strengthen the overall relationship.